Tracking escalations with Advanced Insights

Handling escalations properly and in a timely manner is important to any business that cares about its reputation. Dixa Advanced Insights has built-in metrics to track the response and handling times associated with escalations and how often they occur. 

How does Dixa define an escalation?

Understanding that escalation processes and workflows vary between organizations, Dixa has three ways to define escalations and de-escalations: through queue transfers, applying tags, or selecting custom attributes.

Reach out to Dixa support to get an escalation process configured that fits your workflow

What can we track exactly?

There are many use cases for tracking escalations. It's often useful to track how often escalations occur, if they occur more frequently for certain contact reasons, markets, or brands, to understand what drives them and how to reduce them. 

Escalation status

Conversation analysis
To check this, you have "Escalation status" as part of your group by dimensions. It splits the data into three parts, allowing you to see conversations 

• "Never escalated"
• "Escalated" (conversations that were escalated but never de-escalated) 
• "Deescalated" (previously escalated but now deescalated). 

Activity analysis grouped by Event Agent gives you the following insights:

• # of escalations
•  Escalation rate
• # of de-escalations
• De-escalation rate

Escalation-specific metrics

The following metrics are specific to escalations and useful to understand how you're handling escalations once they've occurred. 

First reply time Tier 2
This one tells you how fast you reacted to the escalation once escalated. "Tier 2" simply represents the escalation based on either queue assignment, custom attribute categorization, or tag application. 

Next reply time Tier 2
The time from first re-escalation to first de-escalation or first reply after escalation. 

Assign Time Tier 2
The time from the first conversation escalation to the first de-escalation or first reply, which corresponds to the first time the conversation is closed. Since the conversation closes with a reply, it corresponds to First Reply Time Tier 2.